Senior Helpdesk Technician

BSC Group•Boston, MA

3d•Hybrid

About The Position

BSC uses design, engineering, science, and technology to Build, Support, and Connect with our co-workers and communities. We recognize different passions and perspectives and strive to inspire and empower each other to create meaningful change. As a trusted advisor and neighbor, our team is personally invested in every action we take. We remain focused on diversity, sustainability, and social accountability in the services we provide to our clients. A successful team member must: Possess a growth mindset. We are lifelong learners and are passionate about seeking, sharing, and applying new knowledge, technology, and skills to improve individual, team, and company performance. Be passionate about representation and inclusion, embracing the perspectives of others and leveraging those perspectives to achieve individual and collective potential. Maintain a high standard for being ethical, respectful, trustworthy, and fair with your BSC team, clients, and communities. Have the courage and strength to show character. Bring your whole self to work! We are seeking a Senior Helpdesk Technician to be based in our Boston office. The successful candidate will be responsible for resolving common end-user computing issues and fulfilling installation or service requests. The Senior Helpdesk Technician acts as a point of escalation for Helpdesk Technicians, and supports the implementation, maintenance, and enhancement of computing services across all company locations.

Requirements

Relevant degree or diploma in an Information Systems or Information Technology field
2-4 years of experience providing helpdesk support.
Knowledge of Microsoft operating systems, and Office suite of applications (O365/M365).
An understanding of basic LAN/WAN, Active Directory, DHCP, DNS and other Windows protocols
Must be able to drive to remote offices for on-site support as needed.
Experience in deployment and imaging technologies

Nice To Haves

PowerShell or Power Automate
SharePoint Management
AutoCAD usage/configuration (Autodesk)
Familiarity with ITIL
Relevant Certifications

Responsibilities

Manage incoming requests from end users in a quick, friendly manner and log them into a helpdesk ticketing system.
Diagnose and troubleshoot hardware, software and network issues from end user reported cases.
Add and expand on documentation in an internal knowledgebase system.
Develop internal training materials for end users.
Assist in internal processes for imaging, managing, and deploying hardware.
Assist with IT onboarding and offboarding of employees.
User administration across on-premises and cloud-based systems.
Work closely with the Systems Administrator and IT management on large infrastructure projects
Help manage anti-virus, MDM/MAM, and device encryption.
Complete projects and other responsibilities as assigned.